Customer Support Manager

Job Title: Hands-On Technical Support Lead Engineer (Network Security Products)

About Us:At WitnessAI, we're at the intersection of innovation and security in AI and we're looking for a highly skilled and experienced Technical Support Lead Engineer with a strong background in network security products. If you are passionate about problem-solving, leading a technical team, and working hands-on with cutting-edge security technologies, we’d love to have you join our team.

Job Description: As a Hands-On Technical Support Lead Engineer, you will be responsible for overseeing the technical support team while directly engaging with complex customer issues. You’ll provide high-level technical guidance and mentorship to your team, while ensuring efficient resolution of customer problems related to network security products. This is a hands-on role that requires a deep understanding of network security technologies, troubleshooting complex issues, and working closely with cross-functional teams to drive customer success.

Key Responsibilities:

• Lead and mentor the technical support team, providing guidance on troubleshooting and resolving complex customer issues.

• Serve as an escalation point for high-priority and advanced technical issues involving network security products (e.g., firewalls, IDS/IPS, VPNs, etc.).

• Provide hands-on troubleshooting, root cause analysis, and resolution for customer-reported issues, ensuring high-quality support.

• Collaborate with engineering, product development, and sales teams to communicate customer feedback and ensure continuous product improvement.

• Develop and maintain best practices, technical documentation, and troubleshooting guides to improve team efficiency.

• Implement and manage support processes, ensuring SLAs are met and customer satisfaction remains high.

• Conduct regular training sessions to keep the support team up-to-date on the latest product features and network security trends.

• Engage directly with customers via email, phone, or remote sessions to resolve technical issues and ensure their security solutions are fully optimized.

• Assist with the deployment and configuration of security products, providing post-deployment technical assistance.

• Monitor, analyze, and report on support metrics, identifying opportunities for process improvements and training needs.

• Stay updated on the latest cybersecurity trends, threats, and technologies to provide expert-level support and guidance.

Requirements:

• Bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent experience.

• 5+ years of experience in technical support or engineering roles, with at least 2 years in a leadership or supervisory capacity.

• Extensive hands-on experience with network security products, including firewalls, VPNs, IDS/IPS, and endpoint security solutions (e.g., Palo Alto, Cisco, Fortinet).

• Strong knowledge of networking protocols (TCP/IP, DNS, DHCP, etc.) and security best practices.

• Proven experience troubleshooting and diagnosing complex network security issues in real-world customer environments.

• Excellent leadership and team management skills, with a track record of guiding technical teams to success.

• Exceptional problem-solving skills and the ability to work under pressure in a fast-paced environment.

• Strong communication and customer service skills, with the ability to explain complex technical concepts to non-technical users.

• Experience with scripting or automation tools (e.g., Python, Bash) is a plus.

• Industry certifications such as CCNA, CISSP, or CEH are highly desirable.

• Experience with support ticketing systems and knowledge base management.

Benefits:

• Competitive salary with startup equity.

• Health, dental, and vision insurance.

• 401(k) plan.

• Opportunities for professional development and growth.

• Generous vacation policy.